Last week’s HDI Support World newsletter centers on the themes of legacy, recognition, and continuous improvement in IT service management.
In the featured article, Linda Lenox challenges readers to consider what kind of leadership legacy they’re leaving behind. True leadership, she argues, is not measured by tools or output but by creating a psychologically safe environment where team members feel empowered to speak up, take risks, and offer candid feedback.
The newsletter also announces that the HDI Awards are now open for submissions. This year introduces two new categories—Best Change Initiative and Best Use of AI—with winners to be celebrated at SupportWorld Live 2026 in Las Vegas. The deadline to apply is October 17.
Lastly, Gil Brucken offers a practical guide to building a culture of continuous improvement in IT support. His message? Don’t rely on heroics—rely on process. He emphasizes documentation, team-wide ownership, and incremental enhancements as the foundation of consistent, high-quality service delivery.
From evolving leadership mindsets to celebrating innovation and strengthening support culture, this edition serves as a call to action for IT professionals ready to lead with purpose.